Tag Archives: Training in customer service

Upselling to add value

Upselling to add value

Amazon are the masters of using upselling to add value. Just think about the last time you viewed an item on Amazon; below the chances are you saw the handy little prompt saying:

Customers who bought this item also bought ….
or “Frequently bought together”.

As business owners we know that often the profit is in those all important additional sales. More so now than ever with reduced capacity. So just how well do you maximise the revenue per customer?

Over the years I’ve delivered many workshops focusing on ‘upselling’, and written training materials for clients that included sessions on upselling.

But whenever I get involved in this topic there are always one or two team members who find the idea of upselling uncomfortable.

When your staff feel uncomfortable about promoting additional items, guess what?

They won’t do it!

Or if they do it will be with very little confidence, which of course the customer picks up on.

Learn how to overcome this on my “How to teach your team to Upsell and Cross-sell” workshop next week. (Early bird closes on Thursday at 6 pm, so register now if you want to save £20 per person).

We’re exposed to upselling all the time. When we see those messages from Amazon, do we think them pushy?

If you’re anything like me, you can actually find these quite handy.

Let’s see what happens when we DON’T upsell…

Imagine you’ve just been on your holiday of a lifetime to Fantastique (made up place, obviously!). Because it was a special occasion you didn’t want the hassle of booking it yourself, and booked it through your local travel agent.

When you get home, you’re chatting with some friends and one of them asks “what did you think of Awesome Island?”

You look at them blankly, and ask “where?” To which they reply “What! You mean you went all the way to Fantastique and didn’t go to Awesome Island?! You would have loved it! For us that was probably one of the best things about the place!

How do you now feel about your holiday?

You know you’ll never go back there, but now you find out you’ve missed one of the best things to do/see. Why on earth didn’t your travel agent tell you about this place?!

When up selling is done for the right reasons it’s a good thing, as it can add real value and enhance the customer’s experience.

Although we don’t want to be pushy, if we don’t offer other items often we’ll leave the customer not even realising that option exists.

Result?

Disappointment. Regret. Frustration.

So change your staff’s thinking. Stop them thinking of it as upselling.

Get them into the mindset of adding value.

This one of the topics I’ll be covering on my “How to teach your team to Upsell and Cross-sell” workshop next week.

Early bird closes on Thursday at 6 pm, so register now if you want to save £20 per person.

Video intro to Upselling workshop


Have you been an April fool?

Your team represent your company. Whilst some of their actions might bring massive value to your business there may be those who have the potential to do more harm than good unless they’ve had the right customer service training.

Here are ten reasons why you’d be a fool not to invest in training your team in customer care…

  1. If you’re in a competitive market your customer service and the whole customer experience might be the one thing that sets you apart from your competition. I’m sure you wouldn’t let any of your other competitive advantages to chance, so why take a chance on your customers’ experience? Consistent customer service and a great customer experience doesn’t happen by accident.
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  2. Customers’ expectations for excellent service are rising all the time, and you want to make them happy, don’t you? Your customers aren’t stupid; they can soon spot when your team haven’t been given the skills, knowledge, authority and confidence to deliver this. If you want your customers to be loyal demonstrate you’re willing to invest in the service they receive.
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  3. The right training across your team means you’re in a stronger position to ensure consistency in the service your customers receive each and every time they visit so they won’t be disappointed on their second, seventh or even 70th visit.
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  4. Investing in training results in better employee engagement. This has to whole host of spin-offs, not only for the customer, but for the business as a whole. A happier team means lower staff turnover so you save on recruitment costs, the headache of staff shortages, and helps you maintain a continuum for your customers.
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  5. Skilled and competent team members mean you get better productivity and lower absenteeism which enables you to contain labour costs without compromising on service levels.
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  6. The more competent your team the easier it will be you to give them authority to deal with day-to-day events as well as resolving problems or complaints. This means issues can be dealt with quickly saving time, effort and heartache for the customer, the team member and you or your management team.
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  7. Knowledge and confidence to offer other services enables team members to spot opportunities to up-sell and cross sell when appropriate helping to increase sales (on the right products and services) and boost profit margins.
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  8. Training enables your team to see the bigger picture such as the importance of obtaining valuable feedback from customers, and generating ideas for delivering even better service so you can get their full buy in as you tweak your approach and keep exceeding your customers’ expectations with each visit they make.
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  9. Training enables your team to see and understand each of these roles thus promoting a willingness to cover and support each other at peak times so your customers get a seamless service and you don’t need to depend on unreliable temporary staff.
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  10. You can be confident your team can cope without you so you can focus on working on your business rather than being perpetually sucked into the day-to-day operation (and enable you to take a well earned break when you need to).

 

So don’t be a fooled into thinking of training as an unnecessary expense. Training is an investment for your business and should be budgeted for like any other investment you’d be making in your business.

If you’d like help with planning your training to make it as cost effective as possible then get in touch here or for more information go here